Subject Matter Expert (Technical Support)

Revolut; España; On-site; EUR 32,000 - 52,000; Full time

Job summary

Revolut Ltd in Spain is seeking a Technical Support Specialist to own customer issues, think deeply to find solutions, and contribute to the way we support our customers every day.

You’ll handle escalated cases through Jira, investigate issues, contact partners, monitor service metrics, collaborate with teams globally, and proactively watch Revolut's systems to prevent incidents. Strong SQL skills and clear communication are essential for a 24/7 rotating shift.

Qualifications

• Experience in technical support (L1/L2).
• Ability to explain complex issues clearly.
• Excellent written and verbal communication.
• Willingness to work 24/7 on a rotating shift.
• Proficient in SQL.

Responsibilities

• Handle escalated cases through Jira.
• Investigate issues and classify for routing.
• Contact partners and maintain follow-up until resolution.
• Monitor service metrics and respond to incidents.
• Collaborate with global teams.
• Proactively monitor Revolut's systems to prevent incidents.

Skills

Technical support L1/L2

SQL

Strong communication

Attention to detail

Analytical thinking

24/7 rotating shifts

Tools

Jira

Google Cloud

Job description

About Revolut

People deserve more from their money. More visibility, more control, and more freedom. Since 2015, Revolut has been on a mission to deliver just that. Our powerhouse of products — including spending, saving, investing, exchanging, travelling, and more — help our 80+ million customers get more from their money every day.

As we continue our lightning-fast growth, 2 things are essential to our success: our people and our culture. In recognition of our outstanding employee experience, we've been certified as a Great Place to Work™. So far, we have 13,000+ people working around the world, from our offices and remotely, to help us achieve our mission. And we're looking for more brilliant people. People who love building great products, redefining success, and turning the complexity of a chaotic world into the simplicity of a beautiful solution.

About The Role

Our Customer Support team is the first point of contact for millions around the world, delivering fast, thoughtful help when it matters most. They're the voice of our customers, working closely with product teams to improve experiences and keep wow-level service at the heart of Revolut.

We're looking for a Technical Support Specialist to take ownership of customer issues, think deeper to find solutions, and contribute to the way we support our customers every day.

Up to shape what's next in finance? Let's get in touch.

What You’ll Be Doing

• Handling escalated cases through Jira
• Checking Jira to investigate issues, classify accordingly, and assign to a relevant team
• Contacting partners and staying in touch with them until the issue is resolved
• Overseeing critical service metrics and immediately reacting in case of an incident
• Collaborating with other teams globally
• Monitoring Revolut's system proactively to prevent incidents

What You’ll Need

• Experience working in technical support (L1/L2)
• The ability to explain complex issues in an easy and understandable manner
• Impeccable attention to detail and analytical skills
• Excellent verbal and written communication skills
• A willingness and availability to work 24/7 on a rotating shift basis
• Proficiency with SQL

Nice to have

• Knowledge of Jira and Google Cloud

Building a global financial super app isn’t enough. Our Revoluters are a priority, and that’s why in 2021 we launched our inaugural D&I Framework, designed to help us thrive and grow everyday. We’re not just doing this because it’s the right thing to do. We’re doing it because we know that seeking out diverse talent and creating an inclusive workplace is the way to create exceptional, innovative products and services for our customers. That’s why we encourage applications from people with diverse backgrounds and experiences to join this multicultural, hard-working team.